We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381082 results
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Decision Reference DRN-5265496
30 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5265496 The complaint Mr H has complained that his bank, NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’), refused to refund the money he lost when he fell victim to a job scam. Mr H brought his complaint to us through a representative but for ease I will be referring t... (5 pages)View decision -
Decision Reference DRN-5721255
30 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5721255 The complaint Mr I complains that Santander UK Plc hasn’t agreed to refund the money he lost from his account as the result of an investment scam. He thinks that Santander should have done more to prevent his loss. He wants his losses refunded along with statutory interest a... (5 pages)View decision -
Decision Reference DRN-5665082
30 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5665082 The complaint Mrs B complains that NewDay Ltd trading as AO Finance allocated a payment to her 12- month 0% instalment plan rather than her Buy Now Pay Later (BNPL) plan. What happened Mrs B holds two accounts with NewDay Ltd. She holds a BNPL account which started on 15 Sep... (2 pages)View decision -
Decision Reference DRN-4902946
30 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4902946 The complaint Ms B is unhappy that Revolut Ltd won’t refund the money she lost to a scam. What happened In March 2024 Ms B came across an investment opportunity involving cryptocurrency, offered through a company I’ll call “T”. She says she checked the company and it seemed ... (5 pages)View decision -
Decision Reference DRN-5726415
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5726415 The complaint Miss H complains Santander UK Plc kept on blocking her card whilst she was overseas causing considerable distress and inconvenience, losses and costs. What happened Miss H has an account with Santander with a debit card. Miss H says she was working abroad as a ... (2 pages)View decision -
Decision Reference DRN-5723582
30 Jul 2025 Bapchild Motoring World (Kent) Limited Not upheldInsuranceDRN-5723582 The complaint Mr D and Mrs W are complaining Bapchild Motoring World (Kent) Limited (Bapchild) mis- sold them a Guaranteed Asset Protection (GAP) policy and a Smart Repair policy when they bought a car. What happened In July 2021 Mr D and Mrs W bought a car through Bapchild ... (3 pages)View decision -
Decision Reference DRN-5607027
30 Jul 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5607027 The complaint Mr R complains that Helvetia Global Solutions Ltd (‘Helvetia’) declined his claim on a furniture warranty. Helvetia uses a third-party company to administer these plans and handle claims, and all of Mr R’s correspondence has been with this company – as well as ... (3 pages)View decision -
Decision Reference DRN-5726375
30 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5726375 The complaint Mr and Mrs G have complained that their motor insurer, U K Insurance Limited (‘UKI’), tripled their policy premium in 2024 for no apparent reason. What happened Mr and Mrs G received a renewal notice from UKI in August 2024 which said that their renewal premiu... (3 pages)View decision -
Decision Reference DRN-5432264
30 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5432264 The complaint Mr P and Miss R have complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a mobile phone insurance policy. As Mr P mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. References to Aviva in... (3 pages)View decision -
Decision Reference DRN-5409590
30 Jul 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5409590 The complaint Miss B complains about the way in which Western Circle Ltd, trading as Cashfloat, has administered her loan. What happened Miss B has a loan with Cashfloat; she borrowed a principal sum of £500. Unfortunately, Miss B ran into some financial difficulties and ha... (3 pages)View decision
